Help build SPITWATER’s new Customer Experience team

SPITWATER is building a centralised Customer Experience function to make it easier for customers to get the right help, faster.

We are looking for a practical, organised and customer-focused person to support enquiries, sales administration, lead routing, quote support, order support and customer follow-up across our commercial and industrial customer base.

This is a new role in a developing team. It will help create clearer customer handoffs, stronger follow-up and better support for our Account Managers and Service Centres.

This is not a cold calling role. It is not a counter sales role. It is a key support role that helps customers get moving, helps our Account Managers stay focused on territory growth and helps our Service Centres focus on local customer support, demonstrations and technical delivery.

If you are good on the phone, strong with admin, comfortable working across different systems and know how to keep customers updated, this could be a solid next step.

About SPITWATER

SPITWATER is a trusted Australian name in commercial and industrial cleaning equipment. We supply high-performance pressure cleaners, space heaters, commercial vacuums, scrubber dryers, chemicals, accessories and service support to customers across industries including transport, agriculture, manufacturing, construction, government, food and beverage, contract cleaning and trade services.

Our gear is built for serious work and our customers rely on us to help them get the job done right.

About the role

As the Customer Service Specialist, you will act as a central point of contact for customer enquiries across phone, email, website and HubSpot.

You will help customers with product, service, spare parts, accessories and chemical enquiries, including technical spare parts enquiries that need accurate questioning, product identification and the right escalation pathway. You will also qualify new leads, keep records clean, support quotes and orders and route enquiries to the right internal owner.

The role will initially support Brisbane enquiries and customer support activity, with the opportunity to support other SPITWATER locations in Sydney and Melbourne, as the centralised model develops.

What you’ll be doing

Respond to customer enquiries by phone, email, website and HubSpot

Qualify customer needs by understanding their application, location, timing and support requirements

Support customers with product, service, spare parts, accessories and chemical enquiries, including technical spare parts enquiries, within agreed knowledge and authority levels

Work with Service Centres and Product & Service Delivery to confirm technical spare parts information where needed

Provide approved price and availability support for machines, accessories, and spare parts

Route leads and enquiries to the right Account Manager, Service Centre or support pathway

Escalate larger, strategic, dealer, partner or territory-based opportunities to the relevant Account Manager

Support quote preparation, quote revisions and customer follow-up

Help with order entry, customer account setup and customer administration

Support standard dealer and reseller administration where required

Keep customer, company, lead, ticket and deal records accurate in HubSpot

Support correct customer classification, lead source tracking and deal ownership records

Support service booking administration and customer updates where required

Follow agreed workflows, escalation rules and customer handoff processes

Identify customer friction points, process gaps and recurring enquiry themes

Help build better templates, scripts and customer support processes as the function grows

What we’re looking for

Experience in customer service, sales support, administration or customer coordination

Strong phone and email communication skills

Good attention to detail

Confidence handling multiple enquiries and follow-up tasks

Experience using HubSpot or another CRM, or the ability to learn quickly

A practical, calm and professional approach with customers

The ability to work with sales, service, operations, finance and product teams

A willingness to learn technical equipment, accessories, chemicals and service pathways

Strong admin habits and a clear approach to record keeping

Experience in commercial equipment, trade services, industrial products, machinery, automotive, agriculture, transport, service operations or similar industries would be helpful, but it is not essential.

Why join SPITWATER?

This is a chance to be part of a changing national business with a strong Australian brand, serious products and customers who need practical support.

You will be joining at a time when we are building better systems, clearer processes and a stronger customer experience model across the business.

You will get product and systems training, work with experienced people and play a real part in helping customers get the right outcome.

How to apply

If you are organised, customer-focused and ready to help build a stronger support function, apply now with your resume and a short cover letter outlining your customer service, sales support or administration experience.